What Happens to My Report? Part 1: Evaluation

Thousands of users work with our software daily. Generally, this proceeds without many issues. However, occasionally unexpected or undesired outcomes from certain actions can create obstacles in your work. In such cases, you can report your problem to us. How do we then handle this report? In four parts, we will guide you through the process your report follows within MKG. In part 1: the evaluation of a report.

First-line or second-line?

Reports come to us through various channels: by phone, email, or via the Selfservice Desk. Our support staff process all reports administratively—including those received by phone—assigning each a unique report number. Naturally, we strive to resolve these first-line reports as directly as possible. If that is not feasible and more information is required to provide a solution, the report is escalated to a second-line report. This requires further investigation.

Different types of reports

The nature of reports varies. User questions can generally be answered fairly quickly, as our Helpdesk staff can view the user's screen via TeamViewer. If the reports are technical in nature, the Technical department becomes involved. This sometimes requires additional effort. Within the Reporting department, a specialized team handles all requests for specific modifications to reports and dashboards. Finally, there are cases where software bugs or requests for new functionalities are reported. In such cases, the report is handled by the Development department, with urgent matters given priority. You will read more about this in the next part of this series.


The status of a report

After you submit a report, we keep you informed as much as possible about its status. However, our notifications are limited to the report itself. When a report results in a software change, the report 'disappears' and only reappears upon the release of a new version via the release notes. We expect to make the entire report process more transparent by the end of this year, so that you as a user will always have insight into the status of your report.